Key Features

Agent Assistance

AI-powered Agent Assistance Agent AI empowers agents using generative AI models to automate workflows and interactions summaries, offer live coaching and real-time suggestions, and provide dynamic, guided playbooks to improve agent performance, reduce ramp time and enhance confidence.

Intuitive Search

Integrated Search Capabilities Integrated into the Agent AI experience, Search AI enables agents to quickly access relevant information from databases, documents, websites, and knowledge bases directly from their desktop, enhancing response accuracy and efficiency.

Co-Browsing

Real-Time Collaboration Co-browsing allows agents and customers to interact with the same web page in real time, enabling agents to provide step-by-step guidance through complex tasks or troubleshoot issues. Sensitive data is automatically masked, ensuring privacy and compliance.

Third-party Application Integration

Streamline workflows Third-party application integration seamlessly embeds external tools and apps directly into the agent desktop, enhancing functionality and providing additional resources without requiring agents to switch between interfaces.

Conversation Status

Track conversation stage Actively tracking conversation stages – ongoing, snoozed, inactive, idle, and after call work (ACW) – provides clear visibility into interactions. This helps agents prioritize and manage conversations, provides supervisors with agent status insights, and aids in reporting for efficiency improvements.

Collaboration Tools

Internal chat and consult Agents can collaborate with teammates or supervisors through chat or live calls during interactions to ensure they get the information and support needed to deliver timely, informed customer service while improving first call resolution.

Automated Summaries

AI-generated Summaries Post-interaction conversation summaries are automatically generated reducing wrap-up time and improving the accuracy of after-call notes. AI-generated summaries capture key points for consistent record-keeping, streamlined documentation, minimized manual effort and enhanced workflow efficiency while preserving important context for follow-up interactions.